Getting More Out of Your Contact Center Than Just Great Service

Customer service is now among the most important factors in all of business—that is a simple fact. A recent report from Walker, in fact, revealed that customer service will overtake price and product as the key brand differentiator by 2020.

As crucial as customer service is, though, today’s contact centers must help organizations do more than satisfy customers to achieve full value. To maximize contact center services ROI, organizations must be able to gather and analyze data from customer interactions that helps them improve processes across the board.

Take the following scenario as an example. Your call center agents—or Communicators, as InfoCision calls our own customer service professionals—are receiving an unusually high volume of customer inquiries about billing errors. Of course it’s important to resolve each individual’s issue, but if a trend is developing it is equally important to have the tools necessary to get to the root cause of the problem and fix it.

Quality assurance programs and business intelligence allow supervisors to recognize patterns faster and easier than they would be able to just by walking around the call center floor. In the aforementioned scenario, for example, when your contact center management team is alerted to the abnormal number of billing questions coming in, he or she can take the issue to the billing department. The billing team can then check to see if there is a glitch with software or some other snag that could be causing confusion and quickly correct the problem before the next cycle of bills are sent out.

A contemporary call center should be multi-faceted and deliver information that helps improve operations across your entire organization. But if running a call center is not one of your core competencies, maximizing contact center services ROI may be easier said than done. In that case, it may be time to look into partnering with a contact center services provider like InfoCision.

Click here to learn more about InfoCision’s storied history in the call center business.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.

You Can’t Expect the Return Without the Investment

If you’ve sustained a successful career in business—or even if you haven’t—chances are you’ve heard that “you have to spend money to make money” more than a few times. Although it may be a cliché, the saying also happens to be true, especially as it relates to contact center services ROI.

Put another way, you are only going to get out of your call center what you put into it. If your agents are inexperienced or unprofessional, customer retention is going to be difficult at best. If you don’t have the cutting-edge technology to optimize efficiency, you are going to lose out on potential revenue. At the same time, if running a contact center is not one of your core competencies, simply pumping money into the problem isn’t going to solve it. The key to getting the ‘R’ in ROI is being strategic about the ‘I.’

One great way to maximize your investment is by teaming with a call center solutions provider like InfoCision. When you outsource your needs to us, all the pressure of running a contact center is lifted from your shoulders and placed in our capable, experienced hands. At InfoCision, we don’t have call center ‘agents.’ Our call center employees are called Communicators because they exude professionalism that leaves customers with a lasting impression. This special breed of employees:

  • Average more than 40 years of age
  • Have an average tenure of more than 4.5 years
  • Receive up to four months of client-specific training and are experts on your brand by the time they begin interacting with customers

Teaming with InfoCision is more than a smart business decision; it is an investment in your company’s future. And once you make that investment, it won’t be long before you start to see a big return.

Click here to learn more about InfoCision’s culture and history.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.